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Assistant Guest Relations Manager

As an Assistant Guest Relations Manager, you will show your leadership and interpersonal strengths to maximize our Guest Experience, and ensure an exceptional guest journey. You are an ambassador for the exceptional service. Your warm, personal attention and knowledge of our outstanding offerings makes guests feel unique and valued.

About the Hotel

Sofitel Dubai Jumeirah Beach is a luxury five-star hotel located in Jumeirah Beach Residence and opens directly onto Dubai’s most popular recreation promenade The Walk as well as the new beachfront low-rise leisure and retail destination The Beach. Luxury stays and culinary excellence are the hotel’s cornerstones. All 444 rooms and suites overlook the azure waters of the Arabian Gulf and Ain Dubai. Guests can indulge in exquisite international flavours at the Infini Pool Lounge and Café Concierge our all day dining restaurant Club Millésime.

What is in it for you:

Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

Ensures that all activities adhere to and support the hotel’s quality standards.
To maintain and achieve a high Customer Satisfaction Score for the department.
Requires to set a high example at all times in regards to punctuality, appearance, courtesy, performance, attitude, team work, guest and staff relations, observance of company’s rules and regulations, loyalty to management and inter-departmental co-operation.
To supervise the day-to-day operation of the Reception and Executive Lounge to ensure high standards of service and guest care at all times.
To use discretion and tact when dealing with guest enquiries, problems or complaints in an efficient and professional manner without detriment to the Hotel and / or its reputation.
To be constantly proactive in anticipating guest needs & requirements and to demonstrate a high & consistent level of service at all times.
To carry out duties of the Executive Lounge Attendants & Guest Relation Officers if required.
To motivate, lead and ensure the continuous improvement of the team to achieve the company’s vision and goals.
To carry out and supervise regular departmental training and cross training of staff members from other hotel departments.
To meet and carry out training records/summary within the department as required by the group.
To maintain and distribute the staff attendance summary sheet.
Reply to guest letters and queries.
Respond to internal and external guest complaints in a professional manor.
To ensure to maintain the lobby and guest are being assisted by colleagues.
To oversee the organisation of the guest cocktails and communicate approximate number of attendees to the relevant department.
Closely monitor guest comments on online channels and social media and respond to guest comments.
Ensure the hotel’s online ratings are improved constantly by preparing and implementing necessary action plans to reduce negative guest comments.
Come up with innovative ideas for guest recovery.
Speak to in-house guests and record list of happy guests staying in the hotel.
To arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.
File daily guest relations report and documents systematically.
Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests and process the check in / out for all VIPs guests efficiently and professionally.
Escort VIP gussets to their rooms.
Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed
Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all times.
Resolve guests’ complaints & requests and liaises with the concerned departments.
Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.

General Responsibilities

Be familiar with the operational procedures.
Participate in regular meetings and briefings as scheduled.
Understand and abide by all safety rules, emergency procedures and fire prevention regulations.
Participate in any scheduled training and development programs that may improve personal or departmental standards.
Report to duty punctually wearing the correct uniform and nametag.
Maintain a high standard of personal appearance and hygiene.
Carry out other duties as assigned.

Your experience and skills include:

Have a minimum of one (1) year experience as a similar position in a hotel or resort.
Have the ability to work under pressure and in a fast-paced environment.
Have the ability to communicate effectively with the team and deliver consistently.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world; dare to challenge the status quo! #BELIMITLESS

Assistant Guest Relations Manager

About the Hotel

What is in it for you:

Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

Ensures that all activities adhere to and support the hotel’s quality standards.
To maintain and achieve a high Customer Satisfaction Score for the department.
Requires to set a high example at all times in regards to punctuality, appearance, courtesy, performance, attitude, team work, guest and staff relations, observance of company’s rules and regulations, loyalty to management and inter-departmental co-operation.
To supervise the day-to-day operation of the Reception and Executive Lounge to ensure high standards of service and guest care at all times.
To use discretion and tact when dealing with guest enquiries, problems or complaints in an efficient and professional manner without detriment to the Hotel and / or its reputation.
To be constantly proactive in anticipating guest needs & requirements and to demonstrate a high & consistent level of service at all times.
To carry out duties of the Executive Lounge Attendants & Guest Relation Officers if required.
To motivate, lead and ensure the continuous improvement of the team to achieve the company’s vision and goals.
To carry out and supervise regular departmental training and cross training of staff members from other hotel departments.
To meet and carry out training records/summary within the department as required by the group.
To maintain and distribute the staff attendance summary sheet.
Reply to guest letters and queries.
Respond to internal and external guest complaints in a professional manor.
To ensure to maintain the lobby and guest are being assisted by colleagues.
To oversee the organisation of the guest cocktails and communicate approximate number of attendees to the relevant department.
Closely monitor guest comments on online channels and social media and respond to guest comments.
Ensure the hotel’s online ratings are improved constantly by preparing and implementing necessary action plans to reduce negative guest comments.
Come up with innovative ideas for guest recovery.
Speak to in-house guests and record list of happy guests staying in the hotel.
To arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.
File daily guest relations report and documents systematically.
Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests and process the check in / out for all VIPs guests efficiently and professionally.
Escort VIP gussets to their rooms.
Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed
Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all times.
Resolve guests’ complaints & requests and liaises with the concerned departments.
Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.

General Responsibilities

Be familiar with the operational procedures.
Participate in regular meetings and briefings as scheduled.
Understand and abide by all safety rules, emergency procedures and fire prevention regulations.
Participate in any scheduled training and development programs that may improve personal or departmental standards.
Report to duty punctually wearing the correct uniform and nametag.
Maintain a high standard of personal appearance and hygiene.
Carry out other duties as assigned.

Your experience and skills include:

Have a minimum of one (1) year experience as a similar position in a hotel or resort.
Have the ability to work under pressure and in a fast-paced environment.
Have the ability to communicate effectively with the team and deliver consistently.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world; dare to challenge the status quo! #BELIMITLESS

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